Customer Engagement

Despite massive investments in digital transformation, the soaring trajectory of innovation, and consumers who increasingly expect exceptional commerce experiences, much of the infrastructure powering digital commerce has remained unchanged for the past 20 years.

Macy’s reported weaker second-quarter earnings, shedding light on reduced consumer spending, named a chief customer and digital officer, and announced small-format expansion plans.

Manufacturers and retailers have always had an important, symbiotic relationship. Given the supply chain issues caused by the pandemic, however, that relationship changed.

The beauty retailer will now accept payment via employee devices in select U.S. stores. Get the details.

The convenience store retailer has revamped its mobile app and loyalty capabilities. Get the details.

PacSun is upgrading its POS system, with a view to bringing the omnichannel experience to a broader segment of customers. Get the details.

Hungry Kansas students can now place orders and receive their food via an autonomous robot delivery service. Get the details.

Babylist is opening a new flagship showroom, Babylist Beverly Hills, helping to solidify the retailer as a leader within the $88 billion baby market.

Target is allowing customers to add their favorite Starbucks drinks and food to their Target Drive-Up orders, rolling out the service nationwide.

The new norm for the modern-day consumer includes access to multiple, convenient channels when interacting with a business. By combining your company’s touchpoints and contact channels to create an omnichannel customer experience, this will significantly enhance a consumer’s brand journey.

In today’s economy, retailers cannot afford to let their industry’s notorious unpredictability continuously chip away at profit margins. Their success depends on their abilities to not only forecast demand but also stabilize their income in general, ideally with the help of a loyal customer base.